Rolex Service Advisor

We have been in business for over 110 years as a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler operates thirty-six stores across the United States, committed to serving customers with a quality experience and jewelry that will be treasured for generations.

About the role

The Rolex Service Advisor shares a passion for excellence in customer experience, supports customers with all service inquiries, and takes initiative to participate in store activities. This part-time role reports to the Store Manager and is based in the Ala Moana Shopping Center location.

Responsibilities

• Handle all after-sales inquiries from customers, including warranty repair, service estimates, complaints, and after-sales link or bracelet orders.
• Understand how stock, warranty, and external repairs are processed to provide clear, proactive updates to customers and guide them on Rolex service policies.
• Work with customers to determine their Rolex servicing issues and convey concerns accurately to the Rolex watchmaker.
• Provide first-level support for customer complaints, demonstrating empathy and professionalism in resolving issues.
• Develop authentic relationships with customers by assessing their needs, making personalized service recommendations, and creating memorable experiences.
• Connect with customers and maintain customer information using company-supported technology.
• May serve as a Keyholder, responsible for opening and closing the store, directing business procedures, and responding to after-hours maintenance calls.
• Cultivate in-depth product knowledge to provide the best customer experience.
• Share Rolex service knowledge, features, and benefits with customers when presenting merchandise.
• Work harmoniously and professionally with co-workers and supervisors to support store goals and enhance team performance.
• Handle client information and appointment details with accuracy and efficiency.
• Operate the point of sale (POS) system for payments and credit authorization.
• Process packages, faxes, messages, emails, and mail accurately and promptly.
• Support maintaining accurate inventory and ensure merchandise security.
• Follow all company policies and procedures, and participate in training initiatives.
• Perform basic housekeeping tasks, such as cleaning displays, vacuuming, and removing trash.
• Other duties as assigned.

Requirements

• Minimum of 2 years of relevant fine jewelry, luxury retail, or luxury hospitality experience preferred, or a combination of 3+ years of customer service experience or education.
• High School Diploma or equivalent required.
• Proficiency in POS software and CRM platforms.
• Proficiency using Microsoft Outlook, Word, and Excel.
• Watchmaking experience is a plus.
• Goal-oriented, sales-driven, and passionate about exceeding expectations.
• Positive, enthusiastic, and team-spirited work style, aligned with company core values.
• Commitment to outstanding customer service.
• Excellent listening, written, and verbal communication skills; fluency in English required.
• Strong organization and time management skills, with the ability to multi-task and prioritize effectively.
• High attention to detail and integrity.
• Ability to apply mathematical concepts (fractions, percentages, ratios, proportions) to practical situations.
• Flexibility with work schedule, including evenings, weekends, and holidays.
• Bilingual skills are a plus.

Working Conditions

• Ability to lift up to 25 pounds may be required.
• Ability to bend, stoop, twist, and stand for long periods of time.

Schedule

• Target availability: Mondays, Wednesdays, Fridays, and Saturdays.
• Average of 25-29 hours per week.
• Shift times will vary.

Pay

Range: $22 - $24 per hour. Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations depend on factors including experience, knowledge, skills, and abilities.

Benefits

• Eligibility for health and welfare benefits with a minimum of 20 hours/week.
• Employee merchandise discounts.
• Paid training and paid time off, including vacation, holidays, bereavement, and jury duty.
• Paid training includes certification from the Gemological Institute of America (after one year of service).
• Medical, dental, and vision insurance.
• 401(k) plan with company match.